3rd Line OM Support Engineer with French

Category: Service Desk / End User Services
Main location: Romania, Bucharest
Position ID: J0324-1048
Employment Type: Full Time

Position Description:

CGI develops and sells OpenMedia, a standard software solution for editorial news reporting workflows in Radio, TV and online. With more than 50,000 users around the world and more then 25 years’ experience in this market segment, CGI with OpenMedia is now the leading provider of independent planning and newsroom systems. CGI software solutions are in use at both public and private media companies around the world.

The chosen candidate will be part of a tight-knit team premises in Munich, providing third line support for CGI’s OpenMedia newsroom computer system serving 35,000 users worldwide. They will be responsible for the day-to-day support of OpenMedia, ensuring that the service is delivered to the SLAs and metrics defined in the contract. The 3rd Line Support Engineer will be responsible for liaising directly with the client, assuming ownership of issues through to resolution, carrying out the diagnosis and solving of technical issues, and escalating to the 4th Line where necessary.

Your future duties and responsibilities:

This is a hands-on technical 3rd line role so you will be required to administer virtual servers and support production usage of the OpenMedia software. This will include carrying out routine maintenance work as defined and agreed with the client and providing guidance to 2nd Line support staff on site.

The 3rd Line Support Engineer will be expected to form good relationships with the client’s 2nd and 3rd Line support teams, and it will be necessary to liaise with them in relation to on-going incidents and problems. This interaction could include identifying potential system failures and weaknesses and proactively advising on remedial action. They will also identify trends for root cause analysis and resolution

Required qualifications to be successful in this role:

• MS Server
• Hyper V / VMWare
• Active Directory - Group Policy
• Powershell
• MS SQL (Oracle is acceptable)
• Excellent verbal and written communication skills
• Working in a fast turnaround environment with short SLAs
• Exposure to working within a ‘Live Broadcasting’ environment
• Knowledge of ITIL framework (solid understanding of Incident, Problem, Change)
• Knowledge of the MOS Protocol
• Any MS qualifications are desirable
• Experience writing technical documentation
• Work as part of a team within an agreed shift rota including on-call, weekends and public holidays
• Communicates and problem solves effectively, working to agreed Service Levels (SLAs) and consistently deliver a professional service
• Work within Service Management based processes, continually striving to improve their performance
• Strong experience for supporting production applications in an enterprise Microsoft Windows environment
• Experience in working with ticket systems, e.g. Jira
• Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight
• Ability to collaborate effectively with Development and other operational support teams in to support the service
• Technical degree or equivalent experience
• Critically assess technical quality and performance, extracting and analysing system logs where available for escalating to the CGI experts Team and development
• Strong experience of Release Management processes for the deployment of application packages from development through to production environments
• Experience in working within Service Management based processes, continually striving to improve their performance
• French & English language

We offer:

• Accessible and friendly working environment (Bucharest – The Bridge Building – Grozavesti area);

• Hybrid model;

• Healthcare subscription – the medical package includes also coverage for employees' children;

• Access to Life insurance & Dental Insurance;

• Share purchase plan co-financed by CGI, with the possibility of cashing at any time;

• Benefit online platform - access to booking, ticketing, online courses, meal vouchers, medical services, hobby facilities;

• Access to our Learning Platform – you can develop your career based on your interests;

• Between 21 & 24 days of leave depending on your seniority;

• MAP – Member assistance program - Confidential support service that can help you solve a wide range of professional and personal problems and challenges at no cost to you;

• Bookster - enjoy the first public modern library bringing books to the company’s door;

• Rewarded referral program – refer your friends and cash the bonus;

• Enrolling on CGI for Good platform with volunteering activities.


  • French

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.